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Administrator Guide
Last Updated: 2024-08-23
Steps: Set Up Email Case Communication

Steps: Set Up Email Case Communication

You might need to take additional steps to enable this feature depending on your organization's subscription service agreement. For more information, see this Community article.
Steps: Set Up Case Management.
Email case communication enables case solvers and owners to communicate by email:
  • Both workers who have access to Workday and external users who don't have access to Workday can communicate with case solvers by email.
  • Case owners can view case solver replies and case updates from their email account.
  • Case solvers can reply to an external case in the Help Workspace, and Workday then delivers the message to the email account of the case owner.
  • Case solvers can block external users to prevent unwanted communication.
  1. Access the
    Edit Tenant Setup - Help
     task.
    In the
    Notifications
     section, select
    Complete: Display details in notifications such as title, assignee, attachment alerts
    .
    In the
    Case Communication
     section, select
    Enable case replies within Workday and by email
    .
    Security:
    Set up: Help Case Management
     domain in the Help functional area.
  2. Set up email ingestion to process inbound email. See Steps: Set Up Email Ingestion.
    In the
    Configure Email Ingestion Settings
     task, select
    Help Case Reply
     and add an email ingestion receiving domain. You must use separate email receiving domains for the
    Help Case Creation
     and
    Help Case Reply
     notification types.
    Workday recommends using the Workday-provided receiving domain because it doesn't require any setup for your company. It also eliminates the additional configurations steps that customer-provided receiving domains need after a non-Production refresh. If you set up your own email ingestion receiving domain, you must complete additional steps. See Steps: Set Up Customer-Provided Receiving Domains.
    If you have configured their email case ingestion settings with
    Most Recent Sender
    ,Workday recommends disabling the Case Creation - Notify Case Owner Notification
    Manage ~Case~ Notification Recipients
    ' task and its '~Case~ Creation - Notify ~Case~ Owner' Notification' to disable
    Email ingestion only supports one email address and doesn't support the ingestion of multiple addresses in a single email or emails included in a forwarding chain. You should only have one address in the
    To
     field.
    When you use the Workday-provided receiving domain, you must reselect it after every non-Production refresh using the
    Configure Email Ingestion Settings
     task in your non-Production tenant.
  3. (Optional) Access the
    Manage ~Case~ Notification Recipients
    . If you have configured your email case ingestion settings with
    Most Recent Sender
    , Workday recommends disabling the
    Case Creation - Notify Case Owner Notification
     to prevent loop notifications.
  4. Access the
    Edit Tenant Setup - Notifications
     task.
    In the
    Notification Delivery Settings
     section, click the
    Help
     tab.
    In the
    Rule
     prompt, create a new notification routing rule.
    In the
    Channel Frequencies
     section, click
    Add
    .
    For the
    Channel
     prompt, select
    Email
    .
    Security:
    Set Up: Tenant Setup - BP and Notifications
     in the System functional area.